1. Bringing Out The ‘A’ In
Delay
A project by:
Norhaiza Bin Basir Ahmad 1003923H
Naszry Bin Abdul Sany 1004332A
Chong Mun Hong 1004917H
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2. Agenda
• Introduction
• Thought Process
• Problems
• Solutions
• Analysis
• Conclusion
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3. Introduction
Handles 80% of scheduled flights
Passenger Services for SQ
Poor delay survey scores
Customer retention & competitiveness
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4. Problems
• Areas surveyed are;
1. Facilities
2. Clear Announcements
3. Clear Information
4. Regular Updates
5. Staff Attitude
6. Meals & Refreshments
7. Hotel Services & standard
• Excellent & Good >60%
• Poor & V.Poor <10%
43%
31%
24%
2%
Asia
Excellent & Good Satisfactory
Poor & V.Poor No Reply
76%
23%
1%
0%
Australia
66%
25%
7%
2%
Europe
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5. Problems
Poor Facitilies
Inadequate Meals &
Refreshments
No Regular Updates
No Clear
Announcements
Common Failures
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6. Thought Process
Objective - Enhance delay
survey scores
Research - Surveys & Interviews
Experiments
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7. Proposals
1. Dissemination of Delay Notices
2. Arrival Team Concept
3. Way-finding at the Airport
4. Specialized Handling & Catering Surveys
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8. 1.Dissemination of Delay Notices
Apology & Reason
Time of first available a/c
Revised flight
schedule
Instructions for Snacks
Contact Options
Others
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9. 1.Dissemination of Delay Notices
Old Method
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10. *Assuming disruption at 8.30
a.m
1.Dissemination of Delay Notices
New Method
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11. 2. Arrival Team Concept
CSA
CSA+CSO
DM
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DM
Past Present
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12. 2. Arrival Team Concept
CSA
CSA+CSO
DM
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DM
Arrival Team
Arrival Delay Team
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13. 3. Way-finding at the Airport
Mobile and
Adaptable
Improve staff
efficiency
Transcends
language barrier
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14. 4. Specialized Handling & Catering Surveys
Flight
Status
Cause/
Reason
Booking Comms
151 130 137 82 97.5% Expectancy Rate
Average score of 75%
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15. Analysis
Increased employee
efficiency
Hasty response times
Customer oriented
‘Win-Win’ scenario
Capital needed
Re-training
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16. Conclusion
Benefits outweigh drawbacks
Can be implemented easily
Assured results
Management approval
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17. Conclusion
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18. Acknowledgements
SATS Ltd
Mr Gabriel Chua Chong Teck
DM Rashid, Gan, Anthony, Stephen,
Vincent
Ms Cyrena Cheong Yoke May
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